Position Overview: The E-commerce Excellence Manager will be responsible for establishing and leading our e-commerce services within a Business Process Outsourcing (BPO) framework. This role entails building the client's e-commerce operations from the ground up, developing comprehensive strategies, and implementing streamlined processes to meet and exceed client expectations. You will oversee end-to-end service delivery, ensuring high standards of performance and customer satisfaction through efficient and scalable operations aligned with the client's business objectives.
Specific Responsibilities: Account Development: Build and launch our e-commerce channel from the ground up, setting a strong foundation for long-term growth.Strategic Planning: Develop and implement e-commerce strategies aligned with the company's vision, ensuring sustainable growth and profitability.Project Oversight: Lead and manage all aspects of e-commerce projects, including budget, timelines, resources, and quality to ensure successful delivery.Quality assurance: Ensuring that the project meets performance standards, safety criteria, and government regulations.Team Leadership: Oversee the e-commerce team, providing mentorship, setting objectives, and ensuring alignment with broader company goals.Process Optimization: Design, refine, and scale e-commerce processes to enhance efficiency, customer satisfaction, and operational excellence.Performance Tracking: Establish and monitor KPIs, leveraging data analytics to make informed decisions and drive continuous improvement.Cross-functional Collaboration: Work closely with Marketing, Product, Sales, and IT teams to optimize the e-commerce experience and support business goals.Market Insights: Stay updated on industry trends, competitor activities, and emerging e-commerce technologies to keep the company competitive. Qualifications: Minimum of 5+ years experience preferably in the BPO industry or in the same capacity with excellent people and client management expertise.Proven work experience in leadership, as a team leader, manager, SME, or supervisor. Experience managing relationships with internal or external stakeholders, customers, clients, or other relevant parties. Experience interacting with merchants from diverse backgrounds, demonstrating cultural sensitivity and awareness of customs, traditions, and communication styles to provide inclusive and personalized support.Experience in business planning and as an entrepreneur/merchant is a bonus.Training or QA experience is preferred, but not required.Proven experience in e-commerce management, digital strategy, or similar roles.Strong understanding of e-commerce platforms, best practices, and digital marketing.Demonstrated ability to lead, manage, and develop high-performing teams.Data-driven with a solid grasp of analytics, KPIs, and performance metrics.Excellent project management and problem-solving skills.Strong interpersonal and communication abilities.Organizational and time-management skills.Must be amenable to work on graveyard and shifting schedules.Ability to utilize highly technical systems, AI tools, and new technologies.